Director of Community - Unannounced Project

Scopely•US - United States, CA

9d•$139,400 - $172,200•Remote

About The Position

Scopely is looking for a Director of Community to join an unannounced project team remotely in the US. At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily. We are in the development stages of one of our new unannounced projects, and are looking for passionate game makers to collaborate, get in early and make their mark on this exciting venture! As the Director of Community, you will define the vision, strategy, and execution for the game's global player experience across Community Management and Customer Support. You will serve as the executive voice of the player, ensuring player needs, expectations, and sentiment are represented throughout development and live operations while building a trusted, long-lasting relationship between our players and the game team. This is a unique opportunity to build the Community and Customer Support function from the ground up. During development you will be highly hands-on, owning both strategy and execution while designing scalable systems, processes, and partnerships that can support millions of players as the game grows.

Requirements

Extensive experience leading Community Management, Player Experience, Customer Support, or Live Operations for successful live-service games.
Proven success building Community or Customer Support functions from the ground up, establishing scalable processes before large teams exist.
Demonstrated ability to balance strategic leadership with hands-on execution in fast-moving development environments.
Experience managing agencies, outsourcing partners, regional contractors, or external service providers to deliver global player experiences.
Proven ability to influence product strategy through player insights, community intelligence, and customer feedback.
Deep understanding of live-service player expectations, community engagement, customer support operations, and trust-building strategies.
Excellent written and verbal communication skills, with experience communicating effectively to both players and executive leadership.
Strong analytical mindset with experience using qualitative and quantitative data to drive strategic decisions.
Comfortable operating in ambiguity, wearing multiple hats, and helping establish entirely new functions during game development.
Passion for creating exceptional player experiences and building enduring relationships between players and developers.
Experience working effectively across multiple time zones and global development teams.
Experience defining community strategy across multiple stages of a product lifecycle, with the ability to translate broader business and product goals into clear priorities and plans
Experience building effective player or customer feedback loops and translating community insights into actionable input for cross-functional teams
Experience leading through complex launches or live moments involving multiple stakeholders, changing priorities, and significant player communication needs
Strong judgment in sensitive or high-visibility community situations, balancing player needs, product context, business priorities, and reputational considerations
Ability to communicate complex or sensitive information clearly across player-facing channels and with stakeholders at different levels of the organization

Nice To Haves

Experience supporting mobile or free-to-play games and their communities
Experience developing community programs across multiple regions, languages, platforms, or player segments
Experience working on a major IP where partner alignment is key

Responsibilities

Define the long-term vision and strategy for Community Management and Customer Support as foundational pillars of the game's live service.
Lead the global Community strategy, building the Community function as the game progresses through announcement, closed beta, soft launch, and worldwide launch
Build and own a global player feedback loop that transforms community conversations, player research, customer support trends, and behavioral data into actionable insights for the development team.
Lead the community approach for major launches, updates, live moments, and player communications, ensuring clear and coordinated engagement across channels
Own the global Customer Support strategy, including ticket operations, escalation processes, knowledge management, issue reporting, service quality, and continuous improvement.
Define community health, engagement, sentiment, and feedback measures, using qualitative and quantitative insights to identify opportunities and emerging player needs
Build strong cross-functional partnerships across Marketing, Product, Development, Customer Support, Analytics, and other teams to ensure the player perspective informs planning and execution
Build and lead the Community and Customer Support disciplines as the game scales, establishing clear priorities, ways of working, and standards that enable the team to deliver effectively across a global player base